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Webroot + Chrome (sigh)


Userlevel 1
As from today, Google Chrome will not display any web-pages on my Vista 32 PC, unless I turn Webroot completely off, when it miraculously works perfectly again.  It was fine before but something has changed overnight (UK time) and the fault started on start-up this morning.  Chrome works fine on other machines which do not have Webroot.
 
Other posts on the Google Chrome Forum confirm I am not the only one.
 
Does anyone have an answer please, apart from the obvious ones of looking elsewhere for my virus protection or using another browser ?
 
Caravelle 
 
 
 
 
icon

Best answer by Petrovic 16 March 2014, 20:11

Have you tried to install chrome in c: Program Files?
Now it is set in ?:users appdata...

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64 replies

Userlevel 7
Hi Caravelle
 
Completely understand your position...and hope that I was not out of turn by trying to interest you in participation?http://www.forumsextreme.com/images2/sEm_blush8.gif
 
Well, you know where we are if you need us/have an issue or a question in the future (hopefully not the latter).
 
All the best
 
 
Baldrick
Userlevel 1
I'm being realistic.  All I know about Webroot is in this thread.  I have nothing to contribute and no interest in Webroot per se.  It's simply a necessary tool that I purchased in the hope that it wouldn't cause me as much trouble and grief as previous rather more well-known products have.   Well done, Webroot, so far just the one glitch, it didn't foul up my PC and support didn't try to claim it was someone else's fault or keep trying to convince me against all evidence to the contrary that rebooting the PC and router would solve everything.
 
I'm afraid I just don't have time to develop an interest in this sort of thing, my other interests are full-time.  Doctors and nurses may find visiting a surgery fun, but I only do it when I have to !
 
Caravelle 
Userlevel 7
Hi Caravelle
 
Again, many thanks for sharing your experiences and glad that your issue is sorted out.  We get there in the end through a combined team effort...you , the Community, Support, etc.
 
I do hope that you are not serious when you say "...I hope I won't be back here for a long time"...http://www.forumsextreme.com/images2/sCo_huhsign.gif as this Community is about so much more than it's primary mission (supporting the user community).  It is also a place to learn, have fun and share experiences.  I am sure that from what you have just experienced you would be able to help fellow users in the same or similar circumstances http://www.forumsextreme.com/images2/sHa_comfort.gif...so please do drop by from time to time and contribute as best you can.
 
Most of us are volunteers who get a buzz by helping others...so why not join in?
 
See you around...I hope.
 
Regards
 
 
Baldrick
Userlevel 1
Thank you.  "About SecureAnywhere" said I was using version 8.0.4.66.
 
When I clicked the button "Check for Software Updates" a box popped up saying that I was currently using the newest SecureAnywhere software.  
 
So I ignored that and followed the link provided in the message before last, downloaded and installed version 8.0.4.68 anyway (mercifully, no reboot required) and everything seems to work.
 
Thanks to all who have helped resolve this issue.  It's much appreciated.  Don't get me wrong when I say I hope I won't be back here for a long time :catvery-happy:
 
Caravelle
 
 
Userlevel 7
Hi Caravelle
 
Yes, for a number of things running a scan does seem to initiate a refresh or at least a transmission of other elements apart from scan information.  If you issue commands from your Web Console  then you will most likely find that they are executed quicker as a result of a scan.
 
But as Petr stated in his post there should have been a silent update of WSA to v8.0.4.68 which includes what looks like a fix for this issue (see this thread for details...if you have not already).  Check that you have this version and if not then initial a manual 'Check for Updates' to get it...but I suspect that you already have.
 
Thanks for posting back with your information...it is much appreicated and most useful to the Community as a whole.
 
Regards
 
 
Baldrick
Userlevel 7
Badge +51
Fixed in the new version 8.0.4.68
https://community.webroot.com/t5/Release-Notes/PC-Agent-release-notes-for-version-8-0-4-68/m-p/93074#M423
 
Download:
http://anywhere.webrootcloudav.com/zerol/wsainstall.exe
 
 
Userlevel 1
This is what I told support earlier:
 
Chrome continues to work with all of them [the settings] set to Protect apart from "new_chrome.exe in c:usersmichaelappdatalocalgooglechromeapplication". Setting that to "Protect" stops Chrome from going to any websites. Searching my C: drive for the word "Chrome" produces a screen full of files all in the same appdata path, apart from the shortcut on the desktop. I'm afraid it will be a while before I can do much more.  This PC runs 24 hours a day collecting data, and messing about installing and uninstalling things risks losing data (particularly if the PC has to be restarted).  So jobs like that tend to get done in the wee small hours when there is not much data coming in - if I can stay awake that long.  A Windows update is a major pain !
 
HOWEVER, just for the hell of it, I reset the file mentioned above to "Protect", ran a Webroot scan (I gather from what support said earlier that this effectively reboots settings), opened a new instance of Chrome and it worked.   Obviously I need to double-check and try closing down and re-opening Webroot and all instances of Chrome, and see what happens after a PC reboot later on tonight, but all I can say so far is that something appears to have happened invisibly.  Does running a scan cause Webroot to update itself ?  if so maybe they have fixed the problem.
 
Thanks
 
Caravelle
Userlevel 7
Hi Caravelle
 
I believe that Rakanisheu was referring to WSA rather than Chrome...but I also take the point that you make when you state "Vast numbers of users have no idea how to take control of the process - they rely on it to happen automatically.  Webroot has to cater for them too, and they are paying customers." :D
 
So, to check if the issue could be, in your case, due to where Chrome is installed would yo ube able to check that out and let us know...and then perhaps we can ask Nic to raise this more directly with the Development Team?
 
Await your further input on this point.
 
Many thanks in anticipation.
 
Regards
 
 
 
Baldrick
Userlevel 1
I'm still waiting for a further response from Support.
 
Rakanisheu wrote 
If you can do a quick uninstall/reinstall and see if it helps.Is that uninstall/reinstall Chrome or Webroot or both ?
 
I agree on the point that we should not be tinkering with where Chrome installs.  Vast numbers of users have no idea how to take control of the process - they rely on it to happen automatically.  Webroot has to cater for them too, and they are paying customers.
 
Caravelle
thanks for your help
Userlevel 7
I was just saying it in a general sense and wasnt implying you did set it to allow :)
I didn't set it to "allow" I switched "deny" to "protect"
Userlevel 7
If you can do a quick uninstall/reinstall and see if it helps. Please note that there are multple layers of protection so even if you set Chrome to allow your leaving your PC vunerable.
I was a denied application under WSA>Identity Protection>Application Protection. libpeerconnection.dll was set to deny. I changed that to protect and chrome is working again. Got this helpful hint from Jeff P on the Google Chrome site. It worked.
I've had this issue since Saturday. The only way I've been able to get on the net is Internet Explorer, which I don't care for. I prefer to use Google. While checking into to this problem, I recently found on a Google Chrome site that the problem is not just occurring with Webroot, it is also occurring with McFee. I've read through all these posts and I'm still not exactly sure how to fix it.
 
There appears to be some correlation between a Microsoft Critical Update that got automatically downloaded to my machine on Thursday and others have reported that also.
 
I don't want to take off the Webroot protection for Google, that sounds self distructive. I've read some people are going to Chrome to fix problem, and some are turning off the Webroot protection and I don't want to do that.
 
So how "exactly" step by step do I fix this problem?
 
Thank you.
What I don't understand is, why do we need to install chrome somewhere else on our pc when up until this point there has been no problem. There is obviously an issue with the webroot software and there needs to be some sort of fix from their end.

Caravelle I would set chrome to allow for now as that is what I was told to do by customer support, because that fixes the problem temporarily and we will have to wait until an official fix is released.
Userlevel 1
The odd thing is, Support don't seem to be giving any advice to install Chrome other than where it installs itself.
 
Having told them precisely which file is causing the problem on my system and where it is, this is the latest response I have had:
 
Thank you for this information, we will forward it to the development team. Using Allow for these files shouldn't cause any issues. Thank you for your patience as we work to resolve this issue. Let us know if you need further assistance.  But then they don't seem to be reading what I say.  It's using "Protect" that causes the issue !
 
Caravelle
 
 
Userlevel 7
Badge +51

@Blackacre wrote:
I have a pretty stupid question for you then: How do I install Chrome in Program Files?
 

After you've download the installer file you need, open the file and follow the instructions on the screen to complete your installation. For additional help, please visit the Chrome Help Center.
 
Thank you
Best regard, Petr.
Userlevel 7
Hi Blackacre
 
Welcome to the Community Fora...http://www.forumsextreme.com/images2/sBo_bounce2.gifhttp://www.forumsextreme.com/images2/sBo_bounce2.gifhttp://www.forumsextreme.com/images2/sBo_bounce2.gifhttp://www.forumsextreme.com/images2/sBo_bounce2.gifhttp://www.forumsextreme.com/images2/sBo_bounce2.gifhttp://www.forumsextreme.com/images2/sBo_bounce2.gifhttp://www.forumsextreme.com/images2/sBo_bounce2.gif
 
I have found the following article that should assist you, but it just one of many available on the Web.
 
Hope that helps?
 
Regards
 
 
Baldrick
I have a pretty stupid question for you then: How do I install Chrome in Program Files?
 
I've been having the same problem as the other folks here and when I try to reinstall Chrome, it doesn't give me any options as to where to install; it simply installs into Appdata.  Any ideas here?
 
Thanks,
 
Blackacre
Userlevel 7
Badge +55

@Caravelle wrote:
Thank you, but what is the definition of "protected data" ?  I am not being awkward, I am simply trying to get to the bottom of what is being protected here and how Webroot knows what data I want to protect and where it is.  And under "Allow" why would anyone NOT want an application secured against malware ?  I do not know enough about <any> application to trust it, and even if I decided to trust it that would not stop it from being infected after my decision was made.  It just makes no sense to me.
 
I have done some time-consuming experimenting and this is the text of my latest approach to Support:
 
I have gone through the Chrome files set to "Allow", switching them back to "Protect". Chrome continues to work with all of them set to Protect apart from "new_chrome.exe in c:usersmichaelappdatalocalgooglechromeapplication". Setting that to "Protect" stops Chrome from going to any websites.  Caravelle
 
 

Chrome should be installed in Program Files not in Appdata and some files will be in Appdata but not the Program itself and protected data http://www.webroot.com/En_US/SecureAnywhere/PC/WSA_PC_Help.htm#C6_IDProtection/CH6a_ManagingID.htm
 
HTH,
 
Daniel 
Userlevel 1
Thank you, but what is the definition of "protected data" ?  I am not being awkward, I am simply trying to get to the bottom of what is being protected here and how Webroot knows what data I want to protect and where it is.  And under "Allow" why would anyone NOT want an application secured against malware ?  I do not know enough about <any> application to trust it, and even if I decided to trust it that would not stop it from being infected after my decision was made.  It just makes no sense to me.
 
I have done some time-consuming experimenting and this is the text of my latest approach to Support:
 
I have gone through the Chrome files set to "Allow", switching them back to "Protect". Chrome continues to work with all of them set to Protect apart from "new_chrome.exe in c:usersmichaelappdatalocalgooglechromeapplication". Setting that to "Protect" stops Chrome from going to any websites.  Caravelle
 
 
Userlevel 7
Badge +51
Hi Caravelle
 
  • Protect. “Protected applications” are secured against information-stealing malware, but also have full access to data on the system. You might want to add financial management software to the category. When you run a protected application, the Webroot icon in the system tray displays a padlock: [img]http://www.webroot.com/En_US/SecureAnywhere/PC/Content/Resources/Images/Icon_lock.png[/img]
  • Allow. “Allowed applications” are not secured against information-stealing malware, and also have full access to protected data on the system. Many applications unintentionally access protected screen contents or keyboard data without malicious intent when running in the background. If you trust an application that is currently marked as “Deny,” you can change it to “Allow.”
  • Deny. “Denied applications” cannot view or capture protected data on the system, but can otherwise run normally.
Read more:
 http://www.webroot.com/En_US/SecureAnywhere/PC/WSA_PC_Help.htm#C6_IDProtection/CH6c_ManagingProtectedApps.htm
 
 
From WSA support:
"The issue you are reporting is one we are aware of and we are working to resolve it as quickly as possible."
 
Thank you
Best regard, Petr.
 
Userlevel 1
I  received advice from support to change all the settings under Identity Protection/Application Protection;
if you see any Chrome files set to "Deny" here, set them to "Allow".  
 
As my settings were all on "Protect" I replied asking what I should do. The next reply said:
The issue occurred with the new Chrome update. The updated files since then have been white listed, and you should no longer be experiencing this problem. If you are, please run a scan and Webroot should be notified of the change automatically, without changes to the ID shield. But setting these files from Deny to Allow should resolve this issue completely. If everything is set to Protect, you should not have issues running Chrome. 
I can't find anything in the online Help on this Application Protection function which explains what "Protect", "Allow" and "Deny" are supposed to do, but if the idea of Webroot is to protect me, then "Protect" sounds like the one I should be using.  Can anyone explain in plain English what the difference is ?
 
I have run a scan twice.  Chrome does not work with the settings on Protect.  It does if the settings are "Allow".
 
Back to Support again...
 
Caravelle
Userlevel 7
Badge +55
Hello, Zeusisus,..Welcome to the community...where we all are here to support each other with just about anything! Look around join in anytime...

Sherry

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